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    3160 Ideas

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    FrancoisMConnector

    Remove option to leave feedback when rating a conversationSubmitted

    Related to another idea I submitted (), I would like to deactivate the option for the user to leave a feedback within the CSAT rating. The reason is that we want to be able to always reach out to users who leave bad rating, help them further and have them change the rating. This can’t be done if they leave a feedback. So either we need the feedback to not lock the rating, or we need the option to deactivate feedback in the rating module. In this case, we would use buttons within the workflow to have the user leave a feedback and collect the customer reply. This way we get written feedback but also the possibility to change the rating if we can solve their issue after rating is given.

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    Forum|Forum|9 months ago
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    FrancoisMConnector

    Customizable emojis for CSAT ratingSubmitted

    Possibility to change the emojis to our own emojis or picture files. Instead of emojis, some users even would like to change it to a customizable text or at least different options for this (could also be numeral, for example). We would like to be able to use our own emojis, related to our product (in our case, they would be chess move evaluations consistent with our computer analysis evaluations of chess games). 

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    Forum|Forum|9 months ago
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    Kaylee MacKoolNew Participant

    Publish multiple versions of the same help enter articleSubmitted

    It would be extremely helpful to be able to publish multiple versions of the same help center article, and target them to different audiences. The primary use case for this is beta testing and deployment rings. Some features will eventually be released to everyone, but some customers/user groups get them sooner than others. It is not manageable to make duplicate copies of every single impacted article, then do a bunch of copy pasting and deleting. Ideally it would work like saving a draft of a published article - click into it to see the updated version, and then eventually overwrite the current article with the updated content without breaking any existing shared links to the content.

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    Forum|Forum|9 months ago
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    Irie EarnestNew Participant

    Option to keep folders collapsed in the help centerSubmitted

    It would be great to update the help center so you can have the option to keep the folders collapsed, rather than have every top folder open every time I open intercom. I have to collapse all of my folders every time I open my help center which is inconvenient.

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    Forum|Forum|9 months ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to expand the left sidebar in the help desk & see full folder titles when hovering over themSubmitted

    It would be great to be able to customize the size of the left sidebar with all help desk views/ folders/ teams etc. so that you can easily see the full names and titles of each pinned section.Currently, the name of all folders are cut off if the name is long, (and you cannot hover over it to see the full name). In our case, it would be best to be able to expand the sidebar/ customize its size to be able to see the full titles of everything we would like to pin. 

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    Forum|Forum|9 months ago
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    BrigitaNew Participant

    Option needed to set a default reply email address per team inboxSubmitted

     We have several teams operating in the same workspace, and each has its own dedicated email address to communicate with the users. However, reassigning an email conversation to a different team, retains the original reply from email address.With a Reply address set as Inbound address (Send replies from the address inbound emails are sent to) in the settings, replying to the inbound emails works fine, as long as the inbound user sends an email to the “correct” email address. However, this changes when the emails are originally sent to Team 1, but are then escalated or assigned to a Team 2 (for instance, an email is originally sent to Support team, but needs to be replied from the Legal team). There should be an option to set a default reply email address per team inbox. Alternatively, there should be at least an option to show the sending email address and have an option to update it manually in the reply composer.Brands were suggested as a workaround, however, this generally complicates the setup when having multiple teams, let alone multiple brands with several teams per each brand; when re-assigning the team, the Brand would need to be updated manually (there is no action in the Workflows to set this automatically), etc.

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    Forum|Forum|9 months ago
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    SaadConnector

    Increase external content re-sync frequencySubmitted

    I've asked Fin to sync with our status page to track incidents and updates, but the current weekly automatic sync is too infrequent. I have to trigger manual syncs for timely updates, which isn’t ideal. It would be better to set custom sync frequencies—weekly for less critical pages, but far more often for the status page. Automated, frequent syncing would let Fin alert customers about problems in real time, without me or the team needing to do manual updates.

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    Forum|Forum|9 months ago
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    FrancoisMConnector

    Create attribute that tracks if Feedback is left in conversation ratingsSubmitted

    There is no attribute of condition that can be used in workflow to branch if a feedback was left in a CSAT rating. This is problematic for us because we have our CSAT setup to be resent after a new message is sent by the agent if the CSAT was negative. But if the CSAT was negative AND they left a feedback, the user can’t actually change the CSAT, but with our workflow, they still get the invitation to rate again (without the possibility to change the rating). So a simple TRUE><FALSE attribute that detects if Feedback is left with the rating would help a great deal! 

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    Forum|Forum|9 months ago
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    Euka AdminNew Participant

    Ability to create tags on the fly while editing workflowsSubmitted

    Right now, needing to leave the workflow builder just to create a new tag breaks the flow and is a real painpoint. Being able to create tags in the moment would be a big time-saver.

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    Forum|Forum|9 months ago
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    Anil NathanNew Participant

    Show message topic messenger thread listSubmitted

    It would be better if these message summaries did not show "rate your conversation" as the last message because it makes it hard to know which thread relates to what subject. Would be more useful to have a summary of the conversation topic in this list  

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    Forum|Forum|9 months ago
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    Jensen LegetteNew Participant

    Admin Ability to Edit All Macros (Including Personal and Private Macros)Submitted

    As an admin, I need the ability to view and edit all macros in our CRM instance—including personal and private macros created by individual users. Currently, while I can export and view macros created by others, I’m unable to modify them unless they are shared or public. This limitation can create workflow inconsistencies, especially when macros are outdated, misused, or duplicative.Allowing admins to edit all macros would: Improve consistency across support responses Reduce redundancy and conflicting messaging Enable better governance over communication standards Ideally, this would include: Full editing rights for admins over all macros, regardless of visibility A way to filter/export macros by creator and visibility Audit logging or change tracking when admins edit user-created macros

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    Forum|Forum|9 months ago
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    Chris AnnicellaConnector

    Article Page Text and Heading Style Capabilities for Help CenterSubmitted

    The problem: There's no way to change the font size of paragraph text or headings in the Help Center. Under Help Center > Configure and Style > Styling > Article Page, we can customize colors, layout, and branding — but text size and typography are locked to Intercom's defaults.Example: If the default paragraph text renders at 14px, we cannot change it to 16px to match our website. The same applies to every heading level — H1 and H2 sizes are fixed.Why it matters:1. Brand consistency — the Help Center runs on our own domain and is meant to feel like part of our product. When our site's body text is one size and the Help Center is locked to another, the docs look and feel like a third-party page. Typography is the missing piece of the existing theming options (colors, logo, layout are already customizable).2. Readability and accessibility — default text sizes that work for some readers are too small for others. Right now, if customers find article text hard to read, we have no way to fix it.The request: Add font size controls for paragraph text and each heading level (H1, H2, etc.) to the Article Page styling settings — even a simple size selector per text style would cover most needs. Ideally, allow Help Center and Messenger to be set separately, since a size that reads well on a full web page is often too large inside the narrower Messenger pane.This would let us make our documentation match our brand and stay readable for all customers — finishing the customization story the Configure and Style settings already started. Thanks for considering! 

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    Forum|Forum|9 months ago
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    SaraAnastácioNew Participant

    Email notifications for Conversations: Add a customizable delaySubmitted

    Current behavior:If a customer hasn’t viewed a teammate’s message in-app after 3 minutes, Intercom automatically sends them an email notification. Why this isn’t ideal:Three minutes is often too short. In many cases, the customer is: still following steps we’ve given them, checking settings or completing actions in another tab, or simply switching context temporarily. They then receive an email notification that’s irrelevant — since they’re still in the process of replying or resolving the issue — which can feel spammy or confusing. Suggested improvement:Let admins configure this delay (e.g., 5, 10, or 15 minutes, or even disable it per workspace).This would help tailor notification timing to each team’s workflow and reduce unnecessary or premature email alerts.

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    Forum|Forum|9 months ago
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    VRPMarketingNew Participant

    Add Latest NPS Date attributeSubmitted

    We send an NPS survey quarterly to users. We have been sending it for 6+ months at this point. Recently, I wanted to set up an automated email sequence that would only go out to “promoters” aka users who scored us an 8 or above, within the last month. (I did not want to reach out to someone who gave us a “10” 6 months ago and hasn’t responded since). However, there is no way to target this audience because Intercom doesn’t differentiate between a survey completed this month or 6 months ago. You can only filter by whether or not they have completed the survey, or the last time a survey was sent. This is tracked within the survey report itself (because I can see under Responses that John Doe answered the survey 21 days ago), so I would like it to be added as an attribute - we have “latest nps”, so please add “latest nps date” as well.  

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    thomasanderson
    Forum|Forum|9 months ago
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    Renee SchaeferNew Participant

    Accessibility: Color contrast in help center with dark mode and blue calloutsSubmitted

    It’s really hard to tell the difference between blue and grey callouts in help articles when browsing in dark mode.In the screenshot, the first Tip is blue and the second Note is grey. I usually test pretty well on color vision and I’m having trouble seeing the difference.Seems like this would be an accessibility issue.   

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    Forum|Forum|9 months ago
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    Bailey SchrammNew Participant

    Better Knowledge Content searchSubmitted

    I would like to see improved search/semantic search function on both the user-facing help center view & back-end view in Intercom Knowledge > Content.This would help the user experience, not requiring them to have an exact keyword match to get the relevant content.Plus, this makes content management much easier, as we wouldn’t have to create/update tags for each piece of content. Ideally, I could ask Intercom: “What help center articles do we have on [topic]?” and it could return a list of the relevant pieces. This would be extremely valuable when we have a UI upgrade/feature update, and I need to make slight adjustments to a substantial number of articles.  

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    Forum|Forum|9 months ago
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    User2149Active User

    Change Intercom ticket type when ticket already createdSubmitted

    It would be great if a ticket type can be changed. Currently customers sometimes follow an incorrect workflow leading to the creation of a more generic ticket type.It would be great if we could change the ticket type after the ticket got created.it’s especially important as we have automations and workflows linked to specific ticket types. We also keep track of the ticket types to understand how many we’re getting in per type.

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    thomasanderson
    Forum|Forum|9 months ago
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    Anurag JoshiNew Participant

    A report to export current teammate permissions by teammate or for the entire workspaceSubmitted

    Currently there’s no way to prepare an audit report that lists down all the permissions teammates in a workspace have. One has to manually check this for every single user and maintain a excel record for it. A report in the Intercom UI or a simple API call to get this data will be very useful; especially for workspaces with large number of teammates.

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    Zofia Rybarczyk 🐟
    Forum|Forum|9 months ago
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    Renee SchaeferNew Participant

    Collapse help center preview pane while managing collectionsSubmitted

    I'm adding a bunch of collections and moving articles around within collections. I am doing this from a laptop so I don’t have a lot of screen real estate. I can't see what I'm doing very well and the preview pane that I'm not using takes up half my window.Add the option to collapse the preview pane.

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    Forum|Forum|9 months ago
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    Adam KnowlesNew Participant

    Merge conversations into conversations that have already had conversations mergedSubmitted

    At the moment it appears that merged conversations cannot then be merged again. This ability would be very useful.

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    Forum|Forum|9 months ago
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    PatrickHNew Participant

    "Create Ticket" button in "Tickets" section of messengerSubmitted

    Hi,we have switched to Intercom and while going through the ticket creation scenario, I’ve noticed that for our customers (the users of the Intercom messenger), there is only a single way to create a ticket directly: adding the option on the home screen. This is quite a usability issue. Any user would want to create tickets directly from the ticket tab in Messenger or the ticket portal.SuggestionMessenger Ticket Tab: add a little button like the button on the Messages, but here to create a ticket. Ticket Portal: same, add the button “create a ticket”In both cases, you could simply open the ticket creation in the messenger that already exists. 

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    Forum|Forum|9 months ago
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    Adam KnowlesNew Participant

    Create sensible subject lines in issue related emailsSubmitted

    When our customers write to us via the messenger and we get back to them some time later, they receive an email notifying them of the correspondance. They can see exactly what we write to them, but they cannot see the conversation history in the email and thus are confused about what we are writing to them about, especially when they have written to us on multiple occasion for different issues. And / or it would be great if the customer can see the whole conversation.

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    Forum|Forum|9 months ago
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    Adam TNew Participant

    Delete Emails From Spam FolderSubmitted

    Can we please add an option in the Spam folder to delete emails?

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    Forum|Forum|9 months ago
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    Ashley WareNew Participant

    Highlight most recent articlesSubmitted

    Add a section to highlight the most recently updated/new articles in the help center/messenger automatically. Maybe display it as a carousel that switches between the 5-10 most recent articles.

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    Forum|Forum|9 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Add a "wait for office hours" option in workflows and seriesSubmitted

    The "wait" action in both workflows and series should include an "office hours" option. Currently, in workflows, we create multiple branches to check whether we are within or outside of working hours. This process could be simplified significantly if there were an option to "wait for office hours."

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    Nurit
    Innovator ✨
    Forum|Forum|9 months ago

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